Genesys Cloud CX - Beta HQ

Hello There- What is the reasoning for the Beta only being available for X in the UAE. On the subject of cost is there one for a licence or is this included or more likely as pat of a subscription to Radarr?    

Hi BIll,

X will initially be available only in 1 region for Beta for both cost and other operational reasons. Customers will not be charged for Beta for public social data.

Genesys Cloud Social is a native solution on Genesys Cloud as opposed to Radarr on App Foundry (or Radarr Classic) which are not native to GC. Radarr will continue to operate independently during Beta and beyond.

Thanks

Ram

Hi BIll,

X will initially be available only in 1 region for Beta for both cost and other operational reasons. Customers will not be charged for Beta for public social data.

Genesys Cloud Social is a native solution on Genesys Cloud as opposed to Radarr on App Foundry (or Radarr Classic) which are not native to GC. Radarr will continue to operate independently during Beta and beyond.

Thanks

Ram

Hello There- What is the reasoning for the Beta only being available for X in the UAE. On the subject of cost is there one for a licence or is this included or more likely as pat of a subscription to Radarr?    

Can you please explain the feature difference between Genesys Cloud Social and RADARR?

Hi Prem,

1. Radarr Classic is the original standalone product still in use by customers since the acquisition of Radarr by Genesys in February 2025

2. Radarr on AppFoundry is an app that was created on AppFoundry so that existing GC customers could use the functionality of Radarr in the interim while we were working on a native Social solution

3. Genesys Cloud Social is a fully native social solution on GC and integrates deeply with all other functionality that is available on the Genesys Cloud.  GC Social will go live (GA) at the end of Jan 2025 and will continue to be enhanced with new functionality through the year.  

Thanks

Ram

Can you please explain the feature difference between Genesys Cloud Social and RADARR?

Thank you Ram, for the clarification. Customers using FB, Instagram & whatsApp direct messaging are you going to be part of Genesys Cloud Social after GA?

Hi Prem,

1. Radarr Classic is the original standalone product still in use by customers since the acquisition of Radarr by Genesys in February 2025

2. Radarr on AppFoundry is an app that was created on AppFoundry so that existing GC customers could use the functionality of Radarr in the interim while we were working on a native Social solution

3. Genesys Cloud Social is a fully native social solution on GC and integrates deeply with all other functionality that is available on the Genesys Cloud.  GC Social will go live (GA) at the end of Jan 2025 and will continue to be enhanced with new functionality through the year.  

Thanks

Ram

Can you please explain the feature difference between Genesys Cloud Social and RADARR?

WhatsApp is already available on GC.  Please feel free to use it.

GC Social will have the following channels available natively when we go live:

1. X (Twitter)
2. Facebook
3. Instagram

We will also have an open social messaging platform that can be used to connect other social channels, not natively supported yet!

Thank you Ram, for the clarification. Customers using FB, Instagram & whatsApp direct messaging are you going to be part of Genesys Cloud Social after GA?

Hi Prem,

1. Radarr Classic is the original standalone product still in use by customers since the acquisition of Radarr by Genesys in February 2025

2. Radarr on AppFoundry is an app that was created on AppFoundry so that existing GC customers could use the functionality of Radarr in the interim while we were working on a native Social solution

3. Genesys Cloud Social is a fully native social solution on GC and integrates deeply with all other functionality that is available on the Genesys Cloud.  GC Social will go live (GA) at the end of Jan 2025 and will continue to be enhanced with new functionality through the year.  

Thanks

Ram

Can you please explain the feature difference between Genesys Cloud Social and RADARR?

Hi Ram

If we already have Radar via AppFoundry - can we run GC social for the listed channels in parralell - assuming different specific channels are used ? just thinking of the transition period where we are utilising all the rich reporting and social monitoring aspects of Radar but having native channels more aligned to use the features within GC for routing etc 

WhatsApp is already available on GC.  Please feel free to use it.

GC Social will have the following channels available natively when we go live:

1. X (Twitter)
2. Facebook
3. Instagram

We will also have an open social messaging platform that can be used to connect other social channels, not natively supported yet!

Thank you Ram, for the clarification. Customers using FB, Instagram & whatsApp direct messaging are you going to be part of Genesys Cloud Social after GA?

Hi Prem,

1. Radarr Classic is the original standalone product still in use by customers since the acquisition of Radarr by Genesys in February 2025

2. Radarr on AppFoundry is an app that was created on AppFoundry so that existing GC customers could use the functionality of Radarr in the interim while we were working on a native Social solution

3. Genesys Cloud Social is a fully native social solution on GC and integrates deeply with all other functionality that is available on the Genesys Cloud.  GC Social will go live (GA) at the end of Jan 2025 and will continue to be enhanced with new functionality through the year.  

Thanks

Ram

Can you please explain the feature difference between Genesys Cloud Social and RADARR?

WhatsApp is already available on GC.  Please feel free to use it.

GC Social will have the following channels available natively when we go live:

1. X (Twitter)
2. Facebook
3. Instagram

We will also have an open social messaging platform that can be used to connect other social channels, not natively supported yet!

Thank you Ram, for the clarification. Customers using FB, Instagram & whatsApp direct messaging are you going to be part of Genesys Cloud Social after GA?

Hi Prem,

1. Radarr Classic is the original standalone product still in use by customers since the acquisition of Radarr by Genesys in February 2025

2. Radarr on AppFoundry is an app that was created on AppFoundry so that existing GC customers could use the functionality of Radarr in the interim while we were working on a native Social solution

3. Genesys Cloud Social is a fully native social solution on GC and integrates deeply with all other functionality that is available on the Genesys Cloud.  GC Social will go live (GA) at the end of Jan 2025 and will continue to be enhanced with new functionality through the year.  

Thanks

Ram

Can you please explain the feature difference between Genesys Cloud Social and RADARR?

Hi Ram,

Can you clarify some questions?

With Genesys Cloud Social:

1) Will X (Twitter), FB, Instagram Direct Messaging be similar as the WhatsApp current use?

2) "1. Create data ingestion rules to fetch data from supported social channels." / "2. Set up social escalation rules to escalate social posts as conversations to agents."

So, linking a X (Twitter), FB or an Instagram account to Genesys Cloud Social, and setting ingestion rules as well as social escalation rules, will result on some social posts that are assigned to agents for review?

Thank you in advance.

Best regards,

Ana Laia

WhatsApp is already available on GC.  Please feel free to use it.

GC Social will have the following channels available natively when we go live:

1. X (Twitter)
2. Facebook
3. Instagram

We will also have an open social messaging platform that can be used to connect other social channels, not natively supported yet!

Thank you Ram, for the clarification. Customers using FB, Instagram & whatsApp direct messaging are you going to be part of Genesys Cloud Social after GA?

Hi Prem,

1. Radarr Classic is the original standalone product still in use by customers since the acquisition of Radarr by Genesys in February 2025

2. Radarr on AppFoundry is an app that was created on AppFoundry so that existing GC customers could use the functionality of Radarr in the interim while we were working on a native Social solution

3. Genesys Cloud Social is a fully native social solution on GC and integrates deeply with all other functionality that is available on the Genesys Cloud.  GC Social will go live (GA) at the end of Jan 2025 and will continue to be enhanced with new functionality through the year.  

Thanks

Ram

Can you please explain the feature difference between Genesys Cloud Social and RADARR?

Hello everyone,

TLDR - Beta starts on 9th Dec 2024 (not 2nd Dec)

Thank you to all of you that showed an interest in being a part of this Beta program. We will revert soon with more details on Beta.

Our teams are making good progress on getting ready for Beta.  There are a few areas where our teams need a few more days to polish things out for you ( :-) ) so we will start the Beta a week later on 9th December 2024. We will be in touch soon with more details.

Thanks

Ram Bhamidi

Have you confirmed who will be on the Beta? Applied but have no heard anything.
Also, is there any documentation on the product (draft or otherwise) that we can look at in the meantime?

Hello everyone,

TLDR - Beta starts on 9th Dec 2024 (not 2nd Dec)

Thank you to all of you that showed an interest in being a part of this Beta program. We will revert soon with more details on Beta.

Our teams are making good progress on getting ready for Beta.  There are a few areas where our teams need a few more days to polish things out for you ( :-) ) so we will start the Beta a week later on 9th December 2024. We will be in touch soon with more details.

Thanks

Ram Bhamidi

Hi Angus,

I love the excitement for GC Social Beta.  We will email the shortlisted beta participants by EOD on 26th November :-)

Thanks

Ram

Have you confirmed who will be on the Beta? Applied but have no heard anything.
Also, is there any documentation on the product (draft or otherwise) that we can look at in the meantime?

Hi Angus,

I love the excitement for GC Social Beta.  We will email the shortlisted beta participants by EOD on 26th November :-)

Thanks

Ram

Have you confirmed who will be on the Beta? Applied but have no heard anything.
Also, is there any documentation on the product (draft or otherwise) that we can look at in the meantime?

Hello everyone,

TLDR - Beta starts on 9th Dec 2024 (not 2nd Dec)

Thank you to all of you that showed an interest in being a part of this Beta program. We will revert soon with more details on Beta.

Our teams are making good progress on getting ready for Beta.  There are a few areas where our teams need a few more days to polish things out for you ( :-) ) so we will start the Beta a week later on 9th December 2024. We will be in touch soon with more details.

Thanks

Ram Bhamidi

Do you have a roadmap for other channels e.g. TikTok, Linkedin....? 

Hi Angus,

I love the excitement for GC Social Beta.  We will email the shortlisted beta participants by EOD on 26th November :-)

Thanks

Ram

Have you confirmed who will be on the Beta? Applied but have no heard anything.
Also, is there any documentation on the product (draft or otherwise) that we can look at in the meantime?

Hello everyone,

TLDR - Beta starts on 9th Dec 2024 (not 2nd Dec)

Thank you to all of you that showed an interest in being a part of this Beta program. We will revert soon with more details on Beta.

Our teams are making good progress on getting ready for Beta.  There are a few areas where our teams need a few more days to polish things out for you ( :-) ) so we will start the Beta a week later on 9th December 2024. We will be in touch soon with more details.

Thanks

Ram Bhamidi

Is GC Social going to be included as part of GCX2 licenses.. will it require an AddOn or AI tokens?

Thanks

GC Social will be available on CX1 (with digital add-on), CX2, CX3 and CX4.  AI tokens will be required as well. 

Is GC Social going to be included as part of GCX2 licenses.. will it require an AddOn or AI tokens?

Thanks

Hi @Ram Bhamidi,

Could you clarify what the CX4 licence is? 

Cheers

GC Social will be available on CX1 (with digital add-on), CX2, CX3 and CX4.  AI tokens will be required as well. 

Is GC Social going to be included as part of GCX2 licenses.. will it require an AddOn or AI tokens?

Thanks

Hi - I was wondering if anyone has started testing this yet?  We have integrated an X account and are having issue receiving DMs into our test queue. No problems with other filters or mentions being picked up and routed.  Has anyone successfully set up DMs for X? 

Thanks

------------------------------
Carlos Alonso
Dow Jones & Company, Inc.
------------------------------

Hi - I was wondering if anyone has started testing this yet?  We have integrated an X account and are having issue receiving DMs into our test queue. No problems with other filters or mentions being picked up and routed.  Has anyone successfully set up DMs for X? 

Thanks

------------------------------
Carlos Alonso
Dow Jones & Company, Inc.

Thanks Gayathri.  I was able to get it working.  

However, we noticed something else in our testing. In order for DMs to make it to Genesys, you first have to click to "Accept" the message in X.   Our agents aren't able to log in to the X account so they would have no way of retrieving the messages that are waiting to be accepted.  We currently use a separate application to manage our X posts and it does not have this requirement. 

Let me know if there's any way around this or if there are plans to address it in the future. 

Thanks

Hi - I was wondering if anyone has started testing this yet?  We have integrated an X account and are having issue receiving DMs into our test queue. No problems with other filters or mentions being picked up and routed.  Has anyone successfully set up DMs for X? 

Thanks

------------------------------
Carlos Alonso
Dow Jones & Company, Inc.

We are happy to announce that GC Social has successfully completed Beta and will be generally available (GA) starting today, 17th March 2025. 

Thank you for your  participation and feedback - it has helped us immensely!

Regards

Ram Bhamidi

How do we enable GC Social on our org?

Will GC Social be available through AppFoundry or does it need to be ordered through CSM?

We are happy to announce that GC Social has successfully completed Beta and will be generally available (GA) starting today, 17th March 2025. 

Thank you for your  participation and feedback - it has helped us immensely!

Regards

Ram Bhamidi

Hi Jan,

Here are the prerequisites to use Genesys Cloud Social - 

1. GC1 (with digital add-on) OR GC2 or GC3
2. AI experience tokens are enabled.

Please reach out to your CSM in case the above is not enabled in your org.  If you have the correct license but AI tokens are not enabled, you can also self-serve by buying AI tokens on the AppFoundry.  Just visit the link below and search for "AI experience tokens".  

https://appfoundry.genesys.com/filter/genesyscloud/featured

If the above are in place, you should be able to start using Social right away.  In case you have any issues, please reach out to ServOps team.

Here's documentation you may find useful - https://help.mypurecloud.com/articles/social-listening-topics/

Thanks

Ram

How do we enable GC Social on our org?

Will GC Social be available through AppFoundry or does it need to be ordered through CSM?

We are happy to announce that GC Social has successfully completed Beta and will be generally available (GA) starting today, 17th March 2025. 

Thank you for your  participation and feedback - it has helped us immensely!

Regards

Ram Bhamidi

I have enabled Social Listening on both my Orgs USE and USW, but I do not see "X" available. I only have four options in Platforms: Facebook, Instagram, WhatsApp, and Open Messaging. I also don't see the permission Messaging > Twitterintegration > All in my list of available permissions. Is there something else to enable this, or has this feature been delayed? Thanks.

Hi Jan,

Here are the prerequisites to use Genesys Cloud Social - 

1. GC1 (with digital add-on) OR GC2 or GC3
2. AI experience tokens are enabled.

Please reach out to your CSM in case the above is not enabled in your org.  If you have the correct license but AI tokens are not enabled, you can also self-serve by buying AI tokens on the AppFoundry.  Just visit the link below and search for "AI experience tokens".  

https://appfoundry.genesys.com/filter/genesyscloud/featured

If the above are in place, you should be able to start using Social right away.  In case you have any issues, please reach out to ServOps team.

Here's documentation you may find useful - https://help.mypurecloud.com/articles/social-listening-topics/

Thanks

Ram

How do we enable GC Social on our org?

Will GC Social be available through AppFoundry or does it need to be ordered through CSM?

We are happy to announce that GC Social has successfully completed Beta and will be generally available (GA) starting today, 17th March 2025. 

Thank you for your  participation and feedback - it has helped us immensely!

Regards

Ram Bhamidi

Hi Martin,

I'm guessing that the X integration needs to be enabled through CSM since there's a monthly cost to it.

I have enabled Social Listening on both my Orgs USE and USW, but I do not see "X" available. I only have four options in Platforms: Facebook, Instagram, WhatsApp, and Open Messaging. I also don't see the permission Messaging > Twitterintegration > All in my list of available permissions. Is there something else to enable this, or has this feature been delayed? Thanks.

Hi Jan,

Here are the prerequisites to use Genesys Cloud Social - 

1. GC1 (with digital add-on) OR GC2 or GC3
2. AI experience tokens are enabled.

Please reach out to your CSM in case the above is not enabled in your org.  If you have the correct license but AI tokens are not enabled, you can also self-serve by buying AI tokens on the AppFoundry.  Just visit the link below and search for "AI experience tokens".  

https://appfoundry.genesys.com/filter/genesyscloud/featured

If the above are in place, you should be able to start using Social right away.  In case you have any issues, please reach out to ServOps team.

Here's documentation you may find useful - https://help.mypurecloud.com/articles/social-listening-topics/

Thanks

Ram

How do we enable GC Social on our org?

Will GC Social be available through AppFoundry or does it need to be ordered through CSM?

We are happy to announce that GC Social has successfully completed Beta and will be generally available (GA) starting today, 17th March 2025. 

Thank you for your  participation and feedback - it has helped us immensely!

Regards

Ram Bhamidi